Incident & Problem Consultant

PNC

Incident & Problem Consultant leading IT incident responses affecting customers within PNC. Coordinating technical resources and managing incidents across key internal systems.

Posted 5/9/2026full-timePhoenix • Arizona, Ohio, Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $55,000 - $142,350 per yearWebsite

About the role

Key responsibilities & impact

Act as the primary incident lead for high‑impact IT incidents raised to the SRC First Response Team.
Triage incoming IT issues and determine severity and appropriate response actions.
Open and manage major incident bridge calls.
Lead and facilitate cross‑functional technical teams to drive rapid issue resolution.
Maintain a strong command-and-control presence, ensuring focus, accountability, and timely decision‑making.
Coordinate and communicate status updates clearly and effectively throughout the incident.
Monitor dashboards and alerting systems for alarms and events requiring attention.
Assess and prioritize alerts to determine required action.
Escalate concerning alerts via Microsoft Teams to appropriate technical support teams to ensure timely response.
Identify events that may escalate into major incidents and initiate the Major Incident Management process as needed.

Requirements

What you’ll need

3+ years of relevant / direct industry experience
Change Management
Debugging
Event Management
Information Technology Infrastructure Library (ITIL)
Institutional Finance
IT Change Management
Process Improvements
Relationship Building
Root Cause Analysis (RCA)
Trend Analysis

Benefits

Comp & perks

medical/prescription drug coverage (with a Health Savings Account feature)
dental and vision options
employee and spouse/child life insurance
short and long-term disability protection
401(k) with PNC match
pension and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust wellness program with financial incentives
maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
between 15 to 25 vacation days each year, depending on career level; and years of service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

DebuggingEvent ManagementRoot Cause AnalysisTrend AnalysisChange ManagementIT Change ManagementMajor Incident ManagementIncident ManagementTriageCommand-and-control

Soft Skills

Relationship BuildingCommunicationLeadershipAccountabilityDecision-makingCoordinationFacilitationFocusOrganizational SkillsProblem Solving